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HDI Qualified Help Desk Senior Analyst Sample Questions:

1. A customer calls and cannot print anything. The help desk does not know if the cause of the problem is at the desktop, printer, or network. Which is the best question to ask?
(Choose 1)

A) Is your printer LAN connected?
B) What application are you trying to print from?
C) Is your printer networked?
D) Can anyone else print to the printer?

2. What is unstructured information gathering? (Choose 1)

A) Identifying what happened vs. what was expected.
B) Not using acronyms and speaking at the customer's level.
C) Asking questions in a free-form manner.
D) Using open questions to get customers to talk.

3. A cross-functional team _____. (Choose 1)

A) Exists when individuals from different groups lose sight of the specific objective because they are focusing on their own objectives.
B) Exists when members of a project team allow scope creep to divert the efforts of the team.
C) Utilises individuals from multiple groups to maintain an all-round view of a project.
D) Utilises the resources of one team to cover for a shortage of resources in another team by picking up the additional workload.

4. What are two purposes of an on-going (event) survey? (Choose two)

A) To evaluate overall satisfaction levels with products.
B) To assess satisfaction levels with all help desk services.
C) To measure the quality of a single interaction.
D) To trend levels of customer satisfaction between annual (periodic) surveys.

5. What are three basic components of Computer Telephony Integration? (Choose three)

A) Service Level Agreements.
B) Automatic Call Distributor.
C) Interactive Voice Response.
D) Integration Server

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